Telehealth Patient Service Coordinator

The responsibilities of this job include, but are not limited to the following

• Telehealth Registration Operations
• Ensuring that each patient is registered and discharged as accurately and expeditiously as possible;
• Posting daily messages to the Physicians, Extenders, and Telehealth Patient Service Representatives (PSRs) upon opening and closing each day Telehealth is open;
• Ensuring Telehealth PSRs follow up on any outstanding patient concerns or items from Physicians, Extenders, and Telehealth Nurses as needed;
• Troubleshooting with Physicians, Extenders, and Telehealth PSRs on any Telehealth PC, doxy.me (videoconferencing solution in use), medical record system, Microsoft (MS) Teams, telephone, and call system issues. Working with the Management Information Systems (MIS) Helpdesk and Telecommunications Team, as needed;
• Handling escalated calls from Telehealth PSRs as needed:
• Working with Physician Relations and the Physicians and Extenders directly when an increase in patient volume necessitates additional Physicians or Extenders;
• Serving as the primary point of contact for Telehealth PSRs for challenging or unique situations;
• Reporting Physician, Extender, Nurse, and Telehealth PSR questions or issues to the Telehealth Nurse Manager for new or unique situations and collaborating on a solution;
• Monitoring, resolving, and tracking incorrect email addresses captured at registration;
• Helping the Telehealth PSRs, Physicians, and Extenders monitor the doxy.me waiting rooms and accounting for all patients in the waiting rooms;
• Ensuring all patients are registered and discharged or appropriately dispositioned. Communicating to the Physicians, Extenders, Telehealth PSRs, and Telehealth Nurses when all patients in a status have been discharged for the day.
• Registering patients as needed;
• Scheduling Telehealth PSRs to ensure shift coverage during Telehealth hours of operation and covering for Telehealth PSRs when staffing needs arise, including evening and weekend hours;
• Planning Telehealth PSR meetings that will support and encourage staff involvement in identifying registration issues;
• Implementing established policies and procedures as directed.
• Software Administration
• Assisting as administrator for doxy.me, including the following:
• Understanding software capabilities;
• Creating and managing Physician, Extender, and Telehealth PSR accounts and permissions in doxy.me;
• Setting up the Waiting Room pages and other configurations that meet Patient First processes and workflow needs;
• Opening tickets with MIS for software issues and troubleshooting and resolving those issues; notifying Telehealth leadership of issues and resolutions.
• Assisting as an administrator for MS Teams Telehealth communication channels, including the following:
• Understanding software capabilities;
• Managing Physician, Extender, and Telehealth PSR permissions in MS Teams;
• Managing user group tags for alerting appropriate parties;
• Working with MIS to troubleshoot and resolve MS Teams Telehealth communication channels issues, notifying Telehealth leadership of the issues and resolutions.
• Serving as a resource for medical record system and Telehealth options, including the following:
• Helping to establish the Telehealth visit process and workflow within the medical record system from registration to discharge;
• Working with MIS to troubleshoot and resolve issues and navigating within the medical record system to retrieve information as needed;
• Handling sensitive Protected Health Information (PHI) and maintaining confidentiality.
• Data and Reporting
• Assisting with monitoring and analyzing the data and reports across all areas above to ensure the process is working effectively and efficiently for all stakeholders, including patients;
• Assisting with monitoring and reporting key metrics, findings, and survey data to appropriate individuals.
• Training
• Evaluating and ensuring quality performance of Telehealth PSRs with concurrent and retrospective monitoring of Telehealth registration encounters;
• Training Telehealth PSRs on the use of the medical record system, doxy.me, and MS Teams;
• Ensuring that all Telehealth PSRs comply with Patient First and Telehealth Department Policies.

Minimum education and professional requirements include, but are not limited to, the following:

• Employee must be 18 years of age or older;
• High school diploma required;
• Bachelor’s degree in business or related field preferred;
• At least two years of experience working as a Patient Service Representative at Patient First preferred;
• Ability to handle confidential information with discretion and professionalism;
• Proficiency in Microsoft Office (e.g., Excel, Word, Outlook, and Teams) doxy.me experience a plus;
• Basic technology skills, specifically audio and video troubleshooting;
• Ability to prioritize assignments and multi-task to meet multiple project deadlines.

Salary Range: $30.00 - $35.00, depending on experience.

Benefits and Other Compensation

• Health, Dental and Vision insurance for employees and dependents
• Disability, Life and Long Term care insurance
• Employee Assistance Program, Flexible Spending accounts, 401(k) Retirement Plan (with employer match)
• Paid Annual Leave, Volunteer Time Off Pay, Bereavement Leave, Emergency Leave Bank
• Overtime Pay, Holiday Pay, Double time compensation for all holidays worked
• Discounted medical treatment at any Patient First location for employees and immediate family
• Bonuses include:
• Recruitment bonus